When Your Storefront Is Digital, Every Click Counts
From browsing to buying to customer support, your users are forming impressions of your brand long before you speak to them. And when they do reach out, via phone, live chat or email, that experience matters even more.
Tern helps eCommerce brands and customer support teams understand how well their digital journeys and call centre interactions really perform, and where they need to improve.
Sector Challenges We Help Solve
đź’¬ Poor first-contact resolution and frustrating support interactions
🧩 Disconnected journeys between web, chat, email and phone
❌ Inconsistent messaging between departments or support agents
📉 Abandoned purchases due to confusing UX or unclear service
🧾 Lack of insight into how online experiences feel from the customer’s side
With rising expectations and instant reviews, getting the experience right, everywhere, is essential.
How We Help
Tern works with eCommerce platforms, DTC brands, SaaS companies, and outsourced support teams to:
- Mystery shop entire customer journeys, from homepage to checkout to aftercare
- Test call centre and live chat handling for consistency, empathy and resolution
- Audit customer service scripts, policies and escalation processes
- Measure post-interaction satisfaction and follow-up quality
- Benchmark internal vs. third-party support providers
We’ll help you see the end-to-end experience, not just the backend metrics.
Popular Services in Digital & Support Environments
🧑‍💻 Multi-Channel Mystery Shopping (web, phone, chat, email)
đź“ž Call Centre Mystery Shopping
🧾 Policy & Script Adherence Audits
đź—Ł Customer Satisfaction Surveys (CSAT, CES, NPS)
Whether you’re running a Shopify store or a nationwide call centre, we’ll tailor a programme that gives you clarity and action.
We are trusted by the UKs Leading Brands
